WhatsApp & Chat Analytics
Live chat and WhatsApp move fast and are easy to lose track of. Chat analytics measures what matters on messaging — how many conversations you handle, how quickly you reply, how often a bot resolves things without a human, and how the conversation ends — across web, app and WhatsApp.
What Chat analytics answers
The signals that keep messaging honest — every tile shown per agent, team, surface and date.
Conversation volume
Chats opened across web, app and WhatsApp, counted and trended.
First-response time
How quickly the first human or bot reply lands after a customer messages.
Resolution rate
How many conversations are resolved, and how many get reopened.
Bot deflection
How often the bot resolves a chat without handing off to a human.
The metrics behind every chat
Each one is captured against the contact or ticket the conversation belongs to — no separate chat tool export to reconcile.
- ✓ Conversation volume by surface — web chat, in-app and WhatsApp
- ✓ First-response and average-response time per agent and team
- ✓ Resolution rate, reopen rate and conversations still open
- ✓ Session length and message count per conversation
- ✓ Bot deflection — resolved by bot versus handed off to a human
- ✓ Handoff point — where in a flow the bot passes to an agent
- ✓ Concurrency — how many chats an agent handles at once
- ✓ Sentiment and recurring themes from the conversation text
Every messaging surface, one standard
The same metric set across every place a customer can chat with you.
Web chat
Conversations from the website widget, with response and resolution timing.
Two-way WhatsApp threads, session windows and template message outcomes.
In-app chat
Messaging inside your mobile or web app, logged to the same contact.
Bot vs. human
Which conversations the bot handled, and which it escalated and when.
Sentiment & themes
How chats feel and what they are about, surfaced from the text.
Agent load
Concurrency and volume per agent, to balance the roster.
Reports a chat lead opens
Ready-made views you can filter by agent, team, surface and date — or clone into your own dashboard.
Volume by surface
Conversations across web, app and WhatsApp over time, by team and queue.
Response-time report
First-response and average-response time, with the slowest queues surfaced.
Resolution & reopen
Resolution rate, reopened conversations and chats still waiting on a reply.
Bot deflection
Share resolved by bot versus escalated, and where handoffs happen in the flow.
Session length
How long conversations run and how many messages they take to resolve.
Sentiment & themes
How chats feel and the topics that recur, ranked by frequency.
Built for every messaging team
Support leads
Watch response and resolution across chat and WhatsApp, and staff to peak hours.
Chat & WhatsApp teams
See concurrency, session length and reopen rate, and balance load across agents.
CX & bot ops
Measure deflection and handoff points to tune the bot and hand off at the right moment.
Every chat on the same source of truth
Web chat, in-app and WhatsApp conversations — their response time, resolution, deflection and sentiment — all log to the same contact or ticket record that CRM, automation and reporting already use. One unified data model means a bot deflection rate, a response-time report and a single conversation all read from one source — with role-based access, audit trails and India data residency throughout.
Chat analytics questions
Web chat, in-app messaging and WhatsApp — measured the same way and logged to the same contact or ticket, so a cross-surface view compares like with like.
By the share of conversations the bot resolves without handing off to a human, plus where in the flow handoffs happen — so you can tune the bot and the escalation point.
First-response and average-response time per agent, team and surface, with the slowest queues surfaced, plus session length and message count per conversation.
Yes. Sentiment and recurring themes are surfaced qualitatively from the conversation text, so you can see how chats feel and what they are about.
No. The platform measures your own volume, response, resolution and deflection against your targets. Any sample numbers shown in a demo dashboard are illustrative, not benchmarks, and data stays on India residency.
Measure every chat and WhatsApp thread
Start free, or book a walkthrough to see volume, response time, resolution and bot deflection in one dashboard.